Helpdesk2018-11-16T15:44:45+00:00

Helpdesk Support

At Infinity, we believe that the value of your IT investments are measured by the users adoption and support experience.

If your users get the right service at the point they are experiencing problems, they will continue to focus on doing their job. If not, they will become demotivated and lack confidence in the systems they use. By “right service”, we mean a service that is continuously available no matter what time of day it is, no matter where you are in the world and no matter what  equipment you are using.

Our service desk operates from within the UK 24/7. Its manned by industry professionals who have both the accreditations and experience to resolve issues quickly and in an engaging manner. We’re all about customer satisfaction, so its important we have the very best people and processes to keep our clients happy during those times when things go wrong.

Don’t just take our word for it. Take a look at our Live Satisfaction Ratings or read our Testimonials.

What you can expect from Infinity’s Helpdesk Support is a partnership modelled service that brings consistency and stability to your operation. Our team use industry leading tools and processes to get the job done! Our monitoring agents are designed to alert our UK service desk the second we believe there is a problem, from there the team remotely connect, using ISO27001 compliant sessions, and resolve the problem.

We’re Operate 24 x 7 x 365 As Standard! 

Many of our Clientele have an International Presence or provide business critical services that demands 24×7 IT Support.   Where customers expect a seven-day service and around the clock care Infinity provide this service as standard.  Part of Infinity’s success is that our UK Service Desk never stops, monitoring your Servers, Storage, Network, Lines and Backups, all to ensure the seamless uptime of your business operation.

Our UK Service Desk Supports The World!

Our main Service Desk is based in Uttoxeter, Staffordshire. Centrally located in the heart of the Midlands we have excellent access to all major roads, with the M6 and M1 being just minutes away. Whilst it takes just minutes to be on the road, it only takes seconds to be on your Server, Storage, Network, Desktops and Laptops via our remote support agent.  Our helpdesk Engineers are quickly able to understand the magnitude of the issue being reported and whether it is an individual or a larger scale problem.  Infinity then pride themselves on setting expectations for how the issue is likely to affect their ability to work.

Total Problem Management

Infinity’s total problem management approach takes away the challenge of identifying who to call. Our support team should be the first point of contact for all issues, irrespective of the problem at hand. Our Engineers will identify the root cause of an issue and liaise with any third party, such as application vendor on behalf of our client, until the issue is resolved.

Each step of the way, the user needs only to speak with Infinity and await a resolution, whilst being kept continually up to date as the Ticket progresses.

We pride ourselves in the ability to respond quickly to our clients issues.

Infinity have a multi-path facility for the logging of a support ticket. Our exceptional team of Engineers can be reached via Phone, Email and Web-Portal. Issues reported directly into our call centre are answered immediately and logged by a member of the team. Issues logged via email or web-portal are dynamically allocated to an appropriate engineer who will return our clients call within a maximum of 30 minutes.

On average our response time is less than 30 minutes, and your Account Manager will examine call stats in your Service Review Meetings.

We’ve Got IT Covered! 

Infinity make considerable investment in both money and time with our chosen vendors.  The strength of our relationships with the manufacturers is highlighted by our ability to quickly speak to the correct contacts for problem resolution. Infinity recognise that for an end user to deal with manufacturer directly it can be time consuming and in some cases a daunting task for non-technical people.  In an effort to combat this, Infinity will liaise with the manufacturers to manage our clients warranty related issues and ensure a work around is in place to keep your staff productive.

Besides assisting with Warranty support tickets, Infinity will also manage the warranties of your devices on your behalf for your business.  This value-add will ensure the option of maintaining hardware support post–warranty isn’t overlooked.

We’re A People Orientated Business! 

We allocate an Account Manager to each account we have. Our Account Managers are experts in IT service delivery and their sole existence is to ensure the smooth running of your support agreement.  Infinity have a variety of different expertise to ensure your Account Manager is the perfect fit for your Business needs and can  actively advise you of the best strategy.

Our people are what make our solutions different to our competitors, and our biggest value add. We believe that having regular service reviews are part of the reason we have such a high retention rate of clients, as tailoring the perfect solution is a continuous process.

Supportal!

Not every client likes to log a call via the telephone, and time restraints often mean a desire for different methods of logging calls.   Infinity’s web-based Support Portal provides access to all the critical features of your agreement. It provides role based access to log incidents, track updates, change inventories and run reports. Best of all, it’s in real-time direct from our engineer’s system, so whatever the time of day you have access to the full view of your Account with us.

The portal can be customised for large estates where brand identity is essential.

We’re The Best For A Reason! 

Our people are already vastly experienced in support services, yet each year we invest heavily into the latest accreditations with vendors we believe are bringing quality products to market.

Why not view our skills matrix and our partners page.

We Can Be Anywhere Within <2hrs

Infinity has engineering capabilities throughout the UK, resulting in our ability to reach any UK postcode within two hours. The below diagram outlines our engineering, stores and recovery centres throughout the UK and Ireland.

INFINITY has a maximum efficiency and minimum wastage policy, therefore some of the sites listed below are secure shared sites.

infinity_coverage_map2

Unlimited Calls At A Fixed Price! 

All Infinity support agreements operate on an unrestricted basis.  The reason for our unrestricted policy is because we understand that some users and devices experience higher call rates either due to skill levels, device suitability or time of day tasks. As a result, we feel that providing fixed price unrestricted contracts is the most desirable solution.

Live Satisfaction Rating

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Excellent
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Very Good
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Platinum Support From

£1299monthly
  • Monitored 24/7
  • Automated Patching
  • Anti-Virus Included
  • Preventative Resolutions

Price Isn’t Everything

Whilst we all need to keep one eye on costs, the age old adage of “buy cheap, buy twice” should resonate with us all. At Infinity we believe in providing a solution that represents good value. To achieve this we tailor each and every support agreement to the needs of the respective user(s).

Why not invite Infinity in? Our account managers are experts in their field and will happily take the time to understand your business, your processes, your people and your equipment in order to present a bespoke solution that will return tangible business benefits. Whether you’re a boutique business or a enterprise sized world-wide retailer, we’ve got a proven track record of designing and delivering support solutions that just work!

INFINITY Remote Support

Click here to download the latest version of Infinity's remote support tool for Windows.
If you are using a MAC,   please click here
  Remote Support

INFINITY Client Log-In

Click here to access your dedicated client area, where you can log incidents online.
You will need your username and password. If you don't have these, please contact your
account manager.
  Client Log-In

Online Conference Area

Click here to download quick access to the conference centre.
Your host will provide the login credentials
  Online Conference Area